Improving the self-help pages of A2Hosting resulting in a 40% decrease in the number of basic support requests.
A2Hosting’s exponential growth resulted in their customer service team to be overloaded.
The goal of the project is to look for any design issues that are causing users to submit tickets and calls for basic issues.
My role was to research the interaction and visibility issues of the website and provide clear achievable recommendations to fix them.
During the course of the project, as a five person team we have,
Analyzed the heuristics of the website to find common usability issues.
Heuristic Evaluation Report
Conducted Usability tests to confirm out findings and submitted a findings report with a presentation to the stakeholders along with recommendations
Usability Analysis Report